Administering Intelligent Customer Routing

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1 Administering Intelligent Customer Routing Release 7.0 Issue 1 December 2013

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4 4 Administering Intelligent Customer Routing December 2013 Comments?

5 Contents Chapter 1: Introduction... 7 Chapter 2: Configuring Intelligent Customer Routing... 9 Chapter 3: Managing system components Managing Roles About the ICR roles Managing licenses About ICR license Installing the ICR license file Viewing the ICR license information Updating license information manually Managing certificates Fetching the updated EPM certificate on the ICR Core system Fetching the updated EPM certificate on the ICR CCA system Fetching the primary EPM certificate on the application server Fetching the updated ICR Core certificate on the primary EPM system Updating the certificate on the ICR Core system Updating the certificate on the ICR CCA system Managing ICR Core ICR Core ICR Manager Managing business hours and holidays Business Hours and Holidays field descriptions Viewing Business Hours and Holiday groups Business Hours Holiday Group Managing call centers About a call center in ICR Call Center field descriptions Add Call Center Configuration field descriptions Change Call Center Configuration field descriptions Viewing Call Centers Adding a Call Center Changing the Call Center configuration Deleting a Call Center Managing skills About a skill in ICR Skill field descriptions Add Skill Configuration field descriptions Change Skill Configuration field descriptions Viewing the configured skills Adding a skill Changing the skill configuration Deleting a skill Managing Destinations Administering Intelligent Customer Routing December

6 About a destination in ICR Destination field descriptions Add Destination Configuration field descriptions Change Destination Configuration field descriptions ACD skills configuration for a destination Adjustment to an estimated wait time Viewing configured destinations Adding a destination Changing the destination configuration Configuring the ACD skills Deleting a destination Managing ICR applications About the Managed Application column Add ICR Applications field descriptions Change ICR Applications field descriptions Adding ICR Call Control Application (CCA) Changing ICR Call Control Application (CCA) Adding ICR applications Changing an ICR managed application Deleting an EWT range mapping of a skill to WTA Deleting an ICR application Chapter 4: Monitoring call status About ICR Monitor Summary tab on the ICR Monitor page field descriptions Application Calls tab on the ICR Monitor page field descriptions Queued Calls tab on the ICR Monitor page field descriptions Queued Call Details field descriptions Filtering the application and queued call details Creating tables in an external database Chapter 5: Viewing ICR standard reports About ICR standard report ICR CCA Session Detail (Filters) field descriptions ICR CCA Session Detail field descriptions Viewing the ICR CCA session detail report with modified filter values Chapter 6: Monitoring ICR system events and alarms About ICR events and associated alarms Chapter 7: Viewing ICR system logs About ICR audit log Chapter 8: Backing up and restoring ICR system ICR system backup and restore Appendix A: About a call flow in ICR Appendix B: About queued and requeued call Index Administering Intelligent Customer Routing December 2013

7 Chapter 1: Introduction Intelligent Customer Routing ( ICR) is a managed application, which runs on Avaya Aura Experience Portal. ICR effectively handles customer calls for an organization. ICR provides an opportunity for customers to self service and, when needed, also provides the most optimal route to provide live assistance to the end consumer leveraging resources enterprise wide. ICR provides a web-based interface, which helps you to easily manage, configure, and monitor all ICR components and the associated parameters. For each component, you can access the corresponding webpage and configure the associated parameters for that component. This guide provides detailed information about ICR components and procedures for configuring and managing these components and the associated parameters. Administration features On the ICR interface, you can view, add, modify, and delete information for the following components: ICR components, such as core, skills, destinations, call centers, business hours, and holidays. ICR applications, such as self service application (SSA), wait treatment applications (WTAs), error handling applications (EHAs), and nonbusiness hours application. ICR reports, such as standard report for call control application (CCA) sessions. ICR user roles, such as ICR administration and ICR reporting. However, you can only view the information for the following components. ICR application and queued calls. ICR licenses for core and reports. ICR logs, such as audit logs, alarms, and events. Administration requirements To successfully administer and manage the ICR system, you need: A user with ICR administration or Experience Portal Manager administration role. Administering Intelligent Customer Routing December

8 Introduction 8 Administering Intelligent Customer Routing December 2013 Comments?

9 Chapter 2: Configuring Intelligent Customer Routing Before you begin Verify that you successfully installed all ICR components. Disable the firewall or antivirus software running on the system. Set the SELinux security module to the permissive mode. For more information, see the Linux operating system documentation. Synchronize the time among all Avaya Aura Experience Portal systems and the ICR systems. About this task This task provides the links to the procedures for configuring the ICR components. Procedure 1. Add a core server. Adding an ICR Core server on page Add the business hours and the holiday groups. a. Add a business hours group and business day. Adding a Business Hours group on page 46 Adding a business day in a Business Hours group on page 47 b. Add a holiday group and holiday. Adding a Holiday group on page 52 Adding a holiday in a Holiday group on page Add a call center. Adding a Call Center on page Add a skill. Adding a skill on page Add a Destination. Adding a destination on page Add managed applications. a. Adding ICR Call Control Application (CCA) on page 109 b. Adding ICR applications on page 111 Administering Intelligent Customer Routing December

10 Configuring Intelligent Customer Routing 10 Administering Intelligent Customer Routing December 2013 Comments?

11 Chapter 3: Managing system components Managing Roles About the ICR roles Avaya Aura Experience Portal provides a role-based access to ICR. With the role based access you can perform only the tasks for which you have the permissions. For a particular feature, ICR either disables or does not display the options to perform the tasks. For example, if you create a user with ICR Reporting role, you can only perform the functions related to ICR reporting. You cannot perform the configuration of other ICR components. To gain an access to these functions, you must create a user account with an appropriate user role. For more information about adding or deleting a role, and changing the permissions, see Experience Portal Manager Documentation Library. When you install ICR on the Experience Portal Manager system, the installer adds the following default roles for ICR. ICR Administration Role With this role, you can: View the Avaya Aura Experience Portal telephony configuration, Media Processing Platform (MPP) servers, speech servers, audit logs, events and alarms, standard reports, and real time monitoring for Avaya Aura Experience Portal and ICR. View, add, edit, and delete various ICR components, such as ICR Core servers, skills, call centers, applications, business hours, holidays, and custom and scheduled reports. Administering Intelligent Customer Routing December

12 Managing system components Role Import and export the custom reports. Start and stop the ICR Core servers. ICR Reporting ICR Org Administration With this role, you can: View the real time monitoring for Avaya Aura Experience Portal and ICR. View the standard reports. Add, edit, or delete custom and scheduled reports. Import and export custom reports. With this role, you can: View and edit the configurable application variables of the applications and managed applications in an organization. Run the standard reports for an organization. View, add, edit, and delete the custom reports for an organization. Import, and export the custom reports for an organization. View, add, change, and delete the scheduled reports output for an organization. View the active calls for an organization. With this role, you cannot: Add, change, or delete applications, which belongs to an organization. Run the performance report. View the ICR real-time monitoring. ICR Org Reporting With this role, you can: Run standard reports for information related to an organization. View, add, edit, delete, import, and export custom reports for an organization. View, add, edit, and delete the scheduled reports for an organization. 12 Administering Intelligent Customer Routing December 2013 Comments?

13 Managing licenses Role With this role, you cannot: Run the performance report. View ICR real-time monitoring. Each role in ICR has specific permissions for various ICR components. On the View Role page in Experience Portal Manager, you can view the ICR components and the specified permissions. To do any changes in ICR Roles, you must log in to the Experience Portal Manager system with the Administration user role. Managing licenses About ICR license On the License page, you can view the license information of Avaya Aura Experience Portal and Intelligent Customer Routing. The ICR license information contains the following details: ICR Core Functionality ICR Real time reporting Version Expiration Date Last Successful Poll The number of licenses on your system for ICR Core functionality. The number of license on your system for ICR reporting functionality. The version of ICR. The ICR license expiry date. The last date and time when ICR successfully acquired the licenses from the license server. Administering Intelligent Customer Routing December

14 Managing system components Installing the ICR license file About this task A license file is required for ICR operation as it defines the Core and reporting functionality in ICR that you are authorized to use. To get the license file, contact your Avaya representative or Avaya Partner representative. Ensure that you have installed the WebLM on the Experience Portal Manager system or on a separate system, which is accessible from the Experience Portal Manager system. Procedure 1. Get the license file and store it locally, which can be accessible from the Experience Portal Manager system. For example, you can install the ICR license file on any system from which you can access the Experience Portal Manager Web interface. 2. Log on to the Experience Portal Manager webpage using an account with the Administration or ICR Administration role. 3. From the Experience Portal Manager main menu in the left navigation pane, click Security > Licensing. The system displays the Licensing page, summarizing the license information (if available) and the location of the License server. 4. In the License Server URL field, click the license server link. The system displays the Avaya WebLM page in a new browser window. 5. On the Avaya WebLM page, click the License Administration link. 6. On the Web License Manager Logon page, enter the user name and password in the respective fields. 7. Click Continue. The system displays the Install License page in a browser window. 8. On the Install License page, click Browse and select the ICR license file. 9. Click Install. WebLM uploads the selected license file from your system to the WebLM server and displays the message: License file installed successfully. 10. Log out of the Web License Manager and close the Web License Manager page. 11. On the Licensing page of Experience Portal Manager system, verify that the new ICR licensing information is correct. 14 Administering Intelligent Customer Routing December 2013 Comments?

15 Managing licenses Viewing the ICR license information Procedure 1. Log on to an Experience Portal Manager Web page using an account with the Experience Portal Manager Administration role. 2. From the Experience Portal Manager main menu in the left navigation pane, click Security > Licensing. 3. On the Licensing page, you can view the ICR license information in the License Products area, under the Intelligent Customer Routing heading. Updating license information manually About this task If the license information changes on the WebLM server, it can take up to ten (10) minutes before Experience Portal polls that server and is informed of the changes. If you do not want to wait, you can make Experience Portal poll the license server immediately. Procedure 1. Log in to the EPM Web interface using an account with the Administration user role. 2. From the EPM main menu, select Security > Licensing. 3. Click License Server URL icon. 4. Click Save on the License Server URL page. Experience Portal polls the license server immediately even if no changes have been made on that page. Administering Intelligent Customer Routing December

16 Managing system components Managing certificates Fetching the updated EPM certificate on the ICR Core system About this task On the ICR Core system, you must fetch the updated EPM certificate in one of the following scenarios: The IP address or the host name of the primary Experience Portal Manager server has changed. During the primary Experience Portal Manager system upgrade, the EPM certificate has changed. The ICRAdminURL property in the ICR Core properties file has changed to point to another Experience Portal Manager system where ICR Admin is installed. Procedure 1. Log in to the ICR Core system either locally as a root user or remotely as a nonroot user and change the user to root by using the su - command. 2. If you are an Avaya Services representative and if you are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this Core system: Log in to the local Linux system as a sroot user. Or log in remotely as a non-root user and change the user to sroot by entering the su - sroot command. 3. Go to the $AVAYA_ICRCORE_HOME/Tools directory. Enter the following command: cd /$AVAYA_ICRCORE_HOME/Tools 4. Enter the following command:./update_cert.sh vpmscertoncore <VPMS_IP_ADDRESS> 5. Restart the icrcore service. Enter the following command: service icrcore restart. 6. Start the ICR Core service from the ICR Manager webpage. a. From the Experience Portal Manager main menu in the left navigation pane, click System Management > ICR Manager b. On the ICR Manager webpage, select the ICR Core server. 16 Administering Intelligent Customer Routing December 2013 Comments?

17 Managing certificates c. In the Service Commands area, click Start. Result After you fetch the certificate on the ICR Core system, the system stores the certificate in the truststore file located in the $AVAYA_ICRCORE_HOME/tomcat/conf/ directory. Fetching the updated EPM certificate on the ICR CCA system About this task On the ICR CCA system, you must fetch the updated EPM certificate in one of the following scenarios: The IP address or the host name of the primary Experience Portal Manager server has changed. During primary Experience Portal Manager upgrade, the certificate of Experience Portal Manager has changed. The ICRAdminURL property in the ICR Core property file is changed to point to another EPM system where ICR Admin is installed. Procedure 1. Log in to the ICR CCA system either locally as a root user or remotely as a non-root user and change the user to root by using the su - command. 2. If you are an Avaya Services representative and if you are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this CCA system: Log in to the local Linux system as a sroot user. Or log in remotely as a non-root user and change the user to sroot by entering the su - sroot command. 3. Go to the $AVAYA_ICRCCA_HOME/Tools directory. Enter the following command: cd /$AVAYA_ICRCCA_HOME/Tools 4. Enter the following command:./update_cert.sh vpmscertoncca <VPMS_IP_ADDRESS> 5. Restart the icrcca service. Enter the following command: service icrcca restart. Administering Intelligent Customer Routing December

18 Managing system components Result After you fetch the certificate on the ICR CCA system, the system stores the certificate in the truststore file in the $AVAYA_ICRCCA_HOME/tomcat/conf/ directory. Fetching the primary EPM certificate on the application server About this task You must import the primary Experience Portal Manager certificate on the application server in one of the following scenarios: IP address or host name of the primary Experience Portal Manager system is changed. The certificate on the primary Experience Portal Manager system is changed. The application server is changed. Procedure 1. Start the application server. 2. On the application server, open the Orchestration Designer Admin console in a browser. For example: 3. Log in to the Orchestration Designer Admin console with the administrator privileges. 4. In the left pane, click Certificates. 5. At the bottom of the page, click Fetch. 6. On the Fetch certificate page, enter the values for the following fields in the Fetch New Certificate area. Name: The name of the certificate. Location: The IP address or host name of the primary Experience Portal Manager. For example: <IP_Address_or_host_name_of_the_primary_EPM_system>. 7. Click Continue. 8. Click Save. 9. Restart the application server. The Application server must be able to communicate with the primary Experience Portal Manager. 18 Administering Intelligent Customer Routing December 2013 Comments?

19 Managing certificates Fetching the updated ICR Core certificate on the primary EPM system Before you begin On the ICR Manager page, verify that the Service State column for an ICR Core, from which you want to fetch the certificate, displays the state as stopped. For more information, see Administering Intelligent Customer Routing. About this task You must fetch the updated ICR Core certificate on the primary Experience Portal Manager system in one of the following scenarios: ICR Core certificate is updated. New Experience Portal Manager system is installed. The updated ICR Core certificate is present in the $AVAYA_ICRCORE_HOME/tomcat/ conf/ directory on the ICR Core system. Procedure 1. Log on to the Experience Portal Manager webpage using an account with the Administration or ICR Administration role. 2. From the Experience Portal Manager main menu in the left navigation pane, click ICR Configuration > ICR Core. 3. On the ICR Core Servers page, click the core server name in the Name column. The system displays the current ICR Core certificate and the new certificate downloaded from the ICR Core system. 4. Select the Trust New Certificate check box to accept the new certificate. 5. Click Save. Result After you fetch the certificate on the primary Experience Portal Manager system, the system stores the certificate in the truststore file in the /opt/tomcat/tomcat/conf directory. Administering Intelligent Customer Routing December

20 Managing system components Updating the certificate on the ICR Core system About this task On the ICR Core system, you must update the security certificate in one of the following scenarios: The IP address or the host name of the ICR Core server has changed. During the auxiliary Experience Portal Manager upgrade, the certificate on the Experience Portal Manager system on which ICR Core is installed has changed. Procedure 1. Log in to the ICR Core system. 2. Log in to the Linux system either locally as a root user or remotely as a non-root user and change the user to root by using the su - command. 3. If you are an Avaya Services representative and if you are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this Core system: Log in to the local Linux system as a sroot user. Or log in remotely as a non-root user and change the user to sroot by entering the su - sroot command. 4. Go to the $AVAYA_ICRCORE_HOME/Tools directory. Enter the following command: cd $AVAYA_ICRCORE_HOME/Tools 5. Enter the following command:./update_cert.sh icrcore 6. Restart the icrcore service. Enter the following command: service icrcore restart. 7. Start the ICR Core service from the ICR Manager webpage. a. From the Experience Portal Manager main menu in the left navigation pane, click System Management > ICR Manager b. On the ICR Manager webpage, select the ICR Core server. c. In the Service Commands area, click Start. Result The system saves the certificate in the /$AVAYA_ICRCORE_HOME/tomcat/conf/ directory. 20 Administering Intelligent Customer Routing December 2013 Comments?

21 Managing certificates Updating the certificate on the ICR CCA system About this task On the ICR CCA system, you must update the certificate in one of the following scenarios: The IP address or the host name of the ICR CCA server has changed. During the auxiliary Experience Portal Manager upgrade, the certificate on the Experience Portal Manager system on which ICR CCA is installed has changed. Procedure 1. Log in to the ICR CCA system. 2. Log in to the Linux system either locally as a root user or remotely as a non-root user and change the user to root by using the su - command. 3. If you are an Avaya Services representative and if you are using Avaya Enterprise Linux or if the Avaya Service accounts are installed on this ICR CCA system: Log in to the local Linux system as a sroot user. Or log in remotely as a non-root user and change the user to sroot by entering the su - sroot command. 4. Go to the $AVAYA_ICRCCA_HOME/Tools directory. Enter the following command: cd $AVAYA_ICRCCA_HOME/Tools 5. Enter the following command:./update_cert.sh icrcca 6. Restart the icrcca service. Enter the following command: service icrcca restart. Result The system saves the certificate in the /$AVAYA_ICRCCA_HOME/tomcat/conf/ directory. Administering Intelligent Customer Routing December

22 Managing system components Managing ICR Core ICR Core About ICR Core ICR Core is a routing engine that routes customer calls to the best possible location for the selected skill. As a routing engine, ICR Core leverages the Avaya Strategy algorithms to make call routing decisions and provide the best destination to ICR for routing the calls. ICR Core can use Avaya Aura Communication Manager or Call Management System (CMS) as a data source to get the BSR information and identify the best possible location. With Communication Manager as a data source, ICR Core polls the skill information from Communication Manager using the SIP connection configured in Experience Portal Manager system. With CMS as a data source, ICR Core receives more granular information about skills and agents from CMS. If zones are configured in Experience Portal Manager system and if you use Communication Manager as a data source for ICR Core to poll skill information, you can configure ICR Core to use a SIP connection from a particular zone. ICR Core Servers field descriptions on page 23 Add ICR Core Server field descriptions on page 25 Change ICR Core Server field descriptions on page 26 ICR Core Settings field descriptions on page 27 Viewing ICR Core servers on page 30 Adding an ICR Core server on page 30 Changing the ICR Core server configuration on page 31 Changing ICR Core settings on page 32 Deleting an ICR Core server on page 33 Configuring the preferred and the failover ICR Core server on page 34 Stopping an ICR Core server on page 39 About the zoning support in ICR on page 114 About the preferred and failover ICR Core In the ICR Release 6.0.x, the application server was randomly selecting the best available ICR Core server from the available ICR Core servers. The random selection of ICR Core server 22 Administering Intelligent Customer Routing December 2013 Comments?

23 Managing ICR Core was ensuring the equal distribution of call routing requests. But, you were unable to set the preferred and failover ICR Core servers to handle the calls from a particular site and then keep the call traffic within the particular site. Therefore, the ICR Release 7.0 provides an option to set the preferred and failover ICR Core servers. After you install ICR and configure the ICR Core servers, you can set the preferred and failover ICR Core servers on the application server. Setting the preferred and failover ICR Core servers is optional. To set the preferred and failover ICR Core servers, you must extend the Orchestration Designer runtimeconfig application, which is installed on the application server. The extended runtimeconfig application provides a webpage on which you can set the preferred and failover ICR Core servers for that application server. When setting the preferred and failover ICR Core servers, you must set at least one ICR Core server as the preferred ICR Core server and one or more ICR Core servers as the failover ICR Core servers. Setting preferred and failover ICR Core servers depends on a feature in Avaya Aura Orchestration Designer Release 7.0. Because of this feature, you can extend the runtimeconfig application. If you add, change, or delete an ICR Core server from the Experience Portal Manager system, you must check and reset the settings of the preferred and failover ICR Core servers on the application server. ICR Core Servers field descriptions The ICR Core Servers page displays the names and IP addresses of the configured ICR Core servers. You can click the ICR Core name to view the ICR Core certificate or change the IP address of the ICR Core server. On the ICR Core Servers page, you can click the appropriate buttons to add a new ICR Core server, delete the selected ICR Core servers, or configure the ICR Core settings. Selection check box A check box that you can select to delete an ICR Core server. To delete all configured ICR Core servers, select the check box in the table header. You can delete an ICR Core server that is not running. Check the status of the ICR Core server on the ICR Manager page. Administering Intelligent Customer Routing December

24 Managing system components Name Host Address Use SIP Connections from Zone Button Add Delete The name or unique identifier of an ICR Core server. To change the name of an ICR Core server, you must first delete and recreate the ICR Core server and assign a new name to that ICR Core server. The IP address or Fully qualified Domain Name (FQDN) of an ICR Core server. Ensure that the IP address or the FQDN value that you specify in the Host Address field is present in the /etc/hosts file of the Experience Portal Manager system or the network has a Domain Name System (DNS) to resolve the IP address or the FQDN value. The zone from which ICR Core uses the SIP connection configured on the VoIP Connection page of the Experience Portal Manager system. ICR Core uses the SIP connection to get the SIP proxy server list. However, selecting the zone does not make ICR Core a part of the selected zone. Opens the Add ICR Core server page. Deletes the selected ICR Core server. Before clicking the Delete button, select the check box corresponding to the ICR Core server that you want to delete. About ICR Core on page 22 Viewing ICR Core servers on page 30 Adding an ICR Core server on page 30 Changing the ICR Core server configuration on page 31 Changing ICR Core settings on page 32 Deleting an ICR Core server on page 33 Configuring the preferred and the failover ICR Core server on page 34 Stopping an ICR Core server on page 39 About the zoning support in ICR on page Administering Intelligent Customer Routing December 2013 Comments?

25 Managing ICR Core Add ICR Core Server field descriptions On the Add ICR Core Server page, you can add the name and IP address of the new ICR Core server that you want to add. Name Host Address Use SIP Connections from Zone Trust New Certificate Button Continue Save The name or unique identifier of an ICR Core server. To change the name of an ICR Core server, you must first delete and recreate the ICR Core server and assign a new name to that ICR Core server. The IP address or Fully qualified Domain Name (FQDN) of an ICR Core server. Ensure that the IP address or the FQDN value that you specify in the Host Address field is present in the /etc/hosts file of the Experience Portal Manager system or the network has a Domain Name System (DNS) to resolve the IP address or the FQDN value. The list of zones configured in the Experience Portal Manager system. ICR Core uses the SIP connection configured for the zone that you select. ICR Core uses the SIP connection to get the SIP proxy server list. However, selecting the zone does not make ICR Core a part of the selected zone. The Add ICR Core Server page does not display the Use SIP Connections from Zone field if zones are not configured in the Experience Portal Manager system. The check box to accept the new certificate. Downloads the certificate from the specified ICR Core server host address. Saves the changes. Administering Intelligent Customer Routing December

26 Managing system components About ICR Core on page 22 Viewing ICR Core servers on page 30 Adding an ICR Core server on page 30 Changing the ICR Core server configuration on page 31 Changing ICR Core settings on page 32 Deleting an ICR Core server on page 33 Configuring the preferred and the failover ICR Core server on page 34 Stopping an ICR Core server on page 39 About the zoning support in ICR on page 114 Change ICR Core Server field descriptions The browser displays the Change ICR Core Server page, when you click the ICR Core Server name link on the ICR Core Server page. On the Change ICR Core Server page, you can view the name and IP address of the selected ICR Core server and the existing and new certificates associated with that ICR Core server. You can compare the new certificate with the existing certificate and update the existing certificate, if required. Name Host Address Use SIP Connections from Zone The name or unique identifier of an ICR Core server. To change the name of an ICR Core server, you must first delete and recreate the ICR Core server and assign a new name to that ICR Core server. The IP address or Fully qualified Domain Name (FQDN) of an ICR Core server. Ensure that the IP address or the FQDN value that you specify in the Host Address field is present in the /etc/hosts file of the Experience Portal Manager system or the network has a Domain Name System (DNS) to resolve the IP address or the FQDN value. The list of zones configured in the Experience Portal Manager system. ICR Core uses the SIP connection configured for the zone that you select. ICR Core uses the SIP connection to get the SIP proxy server list. However, selecting the 26 Administering Intelligent Customer Routing December 2013 Comments?

27 Managing ICR Core ICR Core Certificate Trust New Certificate Button Save Apply zone does not make ICR Core a part of the selected zone. The Change ICR Core Server page does not display the Use SIP Connections from Zone field if zones are not configured in the Experience Portal Manager system. The saved certificate and the new certificate, if available. The check box to accept the new certificate. Saves the changes and displays the ICR Core Servers page. Saves the changes and displays the same page with the updated security certificate, if available. About ICR Core on page 22 Viewing ICR Core servers on page 30 Adding an ICR Core server on page 30 Changing the ICR Core server configuration on page 31 Changing ICR Core settings on page 32 Deleting an ICR Core server on page 33 Configuring the preferred and the failover ICR Core server on page 34 Stopping an ICR Core server on page 39 About the zoning support in ICR on page 114 ICR Core Settings field descriptions The browser displays the ICR Core Settings page when you click the ICR Core Settings button on the ICR Core Servers page. Name Log Level Lists the log levels that you can select for all ICR Core servers. Administering Intelligent Customer Routing December

28 Managing system components Name Datasource for BSR Default WAT Value BSR Request Timeout CMS Data Expiry Timeout This field lists the following log levels: Debug: ICR logs the debug and information messages. This log level generates the detailed logging information that you can use for debugging. Error: ICR logs the messages related to errors in the application. Fatal: ICR logs the messages related to fatal or severe errors in the application. Info: ICR logs the information messages. The default value is Info. Lists data sources from which ICR can receive call routing data. If you select CM that is Communication Manager as a data source, ICR Core performs the SIP polling to Communication Manager and returns the best destination. If you select CMS that is Call Management System as a data source, ICR Core selects the best destination based on the data feed received from CMS rt_socket. The default value is CM. The default Weighted Advance Time (WAT) value. ICR uses the value in this field for the adjustment of EWT. ICR uses this field only for the BSR polling. In BSR polling, if Communication Manager returns the WAT value 0, ICR uses the WAT value from this field. The default value is 1. The time-out in milliseconds for the Best Service Routing (BSR) polling request. The default value is The expiry time in milliseconds for the skill data and agent data stored in the cache. If ICR does not receive the rt_socket data feed from CMS until the data expiry time specified in this field, ICR does not use the CMS data from cache. In this case, if the Use BSR Polling when CMS data expires field is set to YES, ICR Core will use the BSR 28 Administering Intelligent Customer Routing December 2013 Comments?

29 Managing ICR Core Name Consider Agents in ACW state for WAT calculation Consider Agents in Other state for WAT calculation Use BSR Polling when CMS data expires Button Save Apply polling. Otherwise, ICR Core returns the generic error. The default value is An option using which you can choose whether to calculate WAT considering the agents who are in the after call work (ACW) state. ICR uses this option to calculate WAT only for CMS based routing. The default value is NO. An option using which you can choose whether to calculate WAT considering the agents who are in the Other state. ICR uses this option to calculate WAT only for CMS based routing. The default value is YES. An option using which you can choose whether to use the BSR polling when: CMS data in the cache expires. ACD skills are not configured for an ICR skill when CMS is selected as the data source for BSR. All ACD skills configured for an ICR skill are not present in the cache. The default value is NO. Saves the changes and displays the ICR Core Server page. Saves the changes. About ICR Core on page 22 Viewing ICR Core servers on page 30 Adding an ICR Core server on page 30 Changing the ICR Core server configuration on page 31 Changing ICR Core settings on page 32 Deleting an ICR Core server on page 33 Configuring the preferred and the failover ICR Core server on page 34 Stopping an ICR Core server on page 39 About the zoning support in ICR on page 114 Administering Intelligent Customer Routing December

30 Managing system components Viewing ICR Core servers Procedure 1. Log on to the Experience Portal Manager webpage using an account with the Administration or ICR Administration role. 2. From the Experience Portal Manager main menu in the left navigation pane, click ICR Configuration > ICR Core. The ICR Core Servers page displays the list of configured ICR Core servers. About ICR Core on page 22 ICR Core Servers field descriptions on page 23 Add ICR Core Server field descriptions on page 25 Change ICR Core Server field descriptions on page 26 ICR Core Settings field descriptions on page 27 About the zoning support in ICR on page 114 Adding an ICR Core server About this task To add multiple ICR Core servers, you must keep the same time for all ICR Core servers. Use Network Time Protocol (NTP) to synchronize the time for multiple Core servers. Procedure 1. Log on to the Experience Portal Manager webpage using an account with the Administration or ICR Administration role. 2. From the Experience Portal Manager main menu in the left navigation pane, click ICR Configuration > ICR Core. 3. On the ICR Core Servers page, click Add. 4. On the Add ICR Core Server page, enter the name of the ICR Core server in the Name field. To change the name of an ICR Core server, you must first delete and recreate the ICR Core server and assign a new name to that ICR Core server. 5. In the Host Address field, enter the IP address or Fully Qualified Domain Name (FQDN) of the server where you deployed ICR Core. 30 Administering Intelligent Customer Routing December 2013 Comments?

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